HOW TO CHECK IN TO YOUR APARTMENT
We offer a fully contactless check in for your convenience, allowing you to arrive at your own pace. While there is no on site reception, our team is available to assist if you need help during your arrival. We're pretty confident you won't need it, as this guide contains everything you need to access your apartment. Follow the steps below for a smooth arrival, and check out our FAQ section and video down below for added tips.
01
Complete pre arrival form
In the days leading up to your stay, you will be emailed our 'check in' form. This involves verifying your ID, and paying the refundable security deposit. Once completed, you will receive your unique lockbox code and arrival instructions via email. If pre check-in is not completed, access to keys may be delayed.
02
Arrive at the property
The day of arrival, make your way to: 9 Ferny Ave, Surfers Paradise. You could also advise your driver / enter in google maps: Mantra Circle on Cavill. If you have a vehicle, in the 15 minute loading zone while waiting to collect your keys - if full, you may need to park underground the in Woolworths car park instead.
03
Locate the Keyboxes
The keyboxes are located next to Woolworths entrance at Circle on Cavill. Below we have included detailed instructions, and a video on how to find it.
04
Use your code to access
Your keys will be accessible at 3pm on the day of check in. If your apartment is available earlier - we will send you a message to advise you can collect the keys sooner.
To collect them, simply select 'PICK UP' on the keypad. Input your unique 6 digit code that was emailed to you. The box will automatically open. Please collect the keys, then close the box.
05
Park your vehicle
Parking instructions vary by apartment. If parking is included in your booking, details will be provided in your check in instructions email. This will include your assigned parking space, as well as a photo guide walking you through the steps.
06
Access your apartment
Details on how to access your apartment can also be found in your check in instructions email. Please ensure you read this thoroughly and are aware of the correct tower, floor etc. If your keys 'aren't working' in the elevator, it can be a sign you've simply walked into the wrong tower.
Troubleshooting
Even though our check in system is fully contactless -we are standing by and here to help!
If you haven't been able to find the answers you need in this guide, or the personalised instructions that have been emailed to you, please reach out to our team on (07) 5649 5702.
My code doesn't work
Please double check your check in instructions email and confirm you have entered the correct code. Try again.
If you have confirmed the correct code was entered, please call our office for assistance on (07) 5649 5702.
If our office is closed, it will automatically divert to our after hours support line.
Please don't panic - we have spare keys in the keybox and after hours team members available to assist.
The key box is empty
Please close the box that opened, then double check your code.
If you have confirmed the correct code was entered, please call our office for assistance on (07) 5649 5702.
If our office is closed, it will automatically divert to our after hours support line.
Please don't panic - we have spare keys in the keybox, and after hours teams ready to assist.
Someone is in my carpark
As we don't own the entire building, we unfortunately don't have control over the car park.
We understand it's frustrating when your spot is taken, and we do our best to help!
1. Take a photo or note down the license plate - this assists us with contacting building security. As they have access to the cameras, they are able to follow up on who parked in your spot, and request they move.
2. Park in the next available spot.
3. If it is between 10am and 5pm and we are open - please contact us on (07) 5649 5702. If it is outside of opening hours, please go directly to building security for them to assist.
4. What's the outcome ? A spare spot will be allocated to you by our Wow Stay staff or building security until you are able to return to your allocated car space.
My keys aren't working in the lift
First things first, please make sure you are scanning the fob correctly, and patiently.
Please double check your check in instructions email and that you are in the correct tower, pressing for the correct floor.
Often we have guests mix up the towers by mistake - we get it!
We continously check our keys, and have cleaners using them prior to your arrival, but on the very rare occasion sometimes they can 'time out'.
If you think this may be the case, please give us a call. Ourselves, or our after hours team, can advise you the next steps to take or the location of the spare keys.
More Help: Finding the key boxes
The keyboxes are located next to Woolworths entrance at Circle on Cavill.
If you are coming from the Mantra Circle on Cavill 15 minute parking, walk up the stairs and then turn left.
If you have parked in the underground Woolworths parking, cone up the escalator and it will be to your right.
CIRCLE ON CAVILL LOCATION
Our keyboxes are located right next to the Woolworths at Circle on Cavill.
The address for Circle on Cavill is
9 Ferny Ave, Surfers Paradise.